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Survey Reveals Poor CRM Strategy Impacts Retention with US customers

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Enteractive/Harris Poll Findings Reveal Americans Would Prefer Human Interaction

Leading retention firm Enteractive announced the results of a survey of Americans attitudes towards customer relationships in the United States. The survey was commissioned by Enteractive and conducted online by The Harris Poll among over 2,000 U.S. adults 18+ to shine a light on consumer preferences and attitudes in the US, as the European CRM experts enter the market in 2022.

With recent legalization in New York, plus 19 other states allowing some form of wagering, online gambling brands are signing up thousands of new players during important sporting events like the Super Bowl, March Madness and the upcoming Tennis Grand Slam events, the US Open and Wimbledon. However, they are also losing a large proportion of newly acquired customers due to a poor approach to loyalty and CRM standards.

The findings of the survey were consistent with this lack of CRM focus in the US, especially in the technology and entertainment fields currently. Some of these include:

– 90% of Americans would prefer to speak with a real person when contacting a brand with an inquiry as opposed to an automated agent

– 89% of Americans believe brands’ call agents should speak the same language as the customer they are calling

– 87% of Americans think US brands should use a CALLER ID when contacting customers so they can clearly see who is calling them

– 87% of Americans said they are MORE LIKELY to stay loyal to brands if they are able to speak with live agents who care about their experience when contacting them

– 70% of Americans find robo-calls from brands frustrating, with 54% confiding they are VERY frustrating

– Two in five Americans would not be averse to getting a call from brands (42%) to check in and improve the customer relationship

Enteractive CEO Mikael Hansson noted, “I was so pleased to see the results as they bear out our personal interaction business model, that we are excited to be bringing to the US later in the year.” Adding, “Since 2009 we’ve had real people talking to our clients’ customers in their own language to bring them back with amazing success. We’re looking forward to helping US companies with their customer retention by actually speaking with their users as well.”

A leader in customer retention in the online gambling sector across various global markets with clients typically seeing a 500% increase in customer reactivation, and a 300% increase in customer spend, Enteractive is entering the US market as online and mobile sports betting and other iGaming formats grow quickly as the number of states with legalized sports betting has increased.

As part of the survey, Enteractive polled Americans on attitudes towards online gambling and found that 52% support some online casinos/sports betting nationally, while 49% approve of the same at the state level.

“There’s currently a gold rush in the US sports betting market,” adds Hansson, “and the eventual winners will be those brands that engage with their customers and build relationships for the future. Every brand must keep a clear focus on all aspects of their offering, ensuring that all the hard work in getting to market, and the expense of customer acquisition is not quickly lost to lapsing customer relationships.”

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Alberta

MediaTroopers lines up eight operator partners ahead of Alberta launch

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MediaTroopers said it is preparing to launch in Alberta’s regulated gaming market on July 13, as Canada’s next regulated commercial gaming market opens.

The digital marketing and customer acquisition firm said it plans to enter Alberta alongside eight “premium operator” clients, which it said are also preparing for their own market entries. MediaTroopers did not name the operators.

The company said its Alberta offering will mirror its work in Ontario, including localized acquisition strategies, compliance-focused marketing, regional player education, and market-tailored performance campaigns.

MediaTroopers also said it has seen “strong interest” from Alberta players through pre-registration activity, without providing figures.

“Alberta represents an exciting next step for regulated iGaming in Canada, and Media Troopers is ready to support operators from day one,” said Shmulik Segal, CEO of Media Troopers. “Our experience in Ontario has given us a strong understanding of what it takes to enter a new Canadian market successfully, from compliance and localization to scalable player acquisition. With eight of our premium clients already preparing for launch and early pre-registration traction underway, we see Alberta as a market with tremendous potential.”

The post MediaTroopers lines up eight operator partners ahead of Alberta launch appeared first on EE Gaming | Global iGaming & Tech Intelligence Hub.

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MediaTroopers Makes Preparations for Upcoming Alberta Launch with Eight Premium Operator Partners

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MediaTroopers, the leading digital marketing and customer acquisition firm, has announced that preparations are underway for its upcoming launch in Alberta’s regulated gaming market, scheduled to go live on July 13. As part of those preparations, MediaTroopers will enter the province with eight of its premium operator clients, who are already preparing for their own entries.

With the launch of Canada’s second regulated commercial gaming market, Alberta has quickly become one of the most anticipated market opportunities for operators looking to expand. MediaTroopers has already cemented itself as a reliable partner in Ontario’s regulated market, supporting operators in one of North America’s most competitive markets, and it will bring that same expertise as it enters Alberta.

Much like Ontario, MediaTroopers will continue to support operators in Alberta with localized acquisition strategies, compliance-focused marketing, regional player education, and market-tailored performance-driven campaigns.

MediaTroopers has already seen strong interest from Alberta players through pre-registration activity. With eight of its premium clients also preparing to go live, the company expects to play a pivotal role in helping other licensed operators to build up brand visibility and recognition among players in the region from day one.

With its launch in Alberta, MediaTroopers remains committed to supporting sustainable, responsible, and compliant growth across Canada’s regulated market.

 

“Alberta represents an exciting next step for regulated iGaming in Canada, and Media Troopers is ready to support operators from day one,” said Shmulik Segal, CEO of Media Troopers. “Our experience in Ontario has given us a strong understanding of what it takes to enter a new Canadian market successfully, from compliance and localization to scalable player acquisition. With eight of our premium clients already preparing for launch and early pre-registration traction underway, we see Alberta as a market with tremendous potential.”

The post MediaTroopers Makes Preparations for Upcoming Alberta Launch with Eight Premium Operator Partners appeared first on Americas iGaming & Sports Betting News.

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Why Alberta Represents the Next Major Growth Opportunity for Gaming Operators

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Alberta’s iGaming market launch is right around the corner, going live on July 13 with 43 operators already approved, including DraftKings, FanDuel, BetMGM, and PointsBet.

Media Troopers is also set to enter the market alongside eight of our premium clients, with the mission to help operators capitalize on one of North America’s most anticipated markets through a suite of marketing tools designed to promote brand growth in the new region.

 

The Build Up to Canada’s Next Regulated Market

Alberta’s regulated iGaming market took shape with the introduction of Bill 48, the iGaming Alberta Act, in March 2025.

Championed by Service Alberta and Red Tape Reduction Minister Dale Nally, the legislation aimed to bring online gambling into a regulated framework, addressing concerns that around 70% of the province’s online gaming revenue was flowing through unregulated operators.

The bill passed in May 2025, establishing the Alberta iGaming Corporation to oversee the market, with the Alberta Gaming, Liquor and Cannabis Commission retaining regulatory responsibilities.

In my opinion, Alberta represents one of Canada’s most attractive growth opportunities for operators. The province is home to more than 4.8 million people, including 1.6 million adults aged 25-44, its largest demographic group.

With research published last year by Pew Research showing that sports betting participation is highest among younger adults, Alberta’s population profile aligns closely with key betting audiences, creating strong potential for customer acquisition and long-term market growth for operators.

 

Ontario’s Regulated Market as the Blueprint

Alberta isn’t the only province to have a regulated market. Ontario’s market, which went live in 2022, has ultimately become the benchmark for Alberta’s upcoming launch.

In its fourth year of operation, the province’s iGaming regulator, iGaming Ontario (iGO), recorded $4.2 billion in gaming revenue and a further $103 billion in wagers. The province is home to 44 licensed operators and 78 gaming platforms. A recent Ipsos study cited by iGO found that the market effectively encourages residents to gamble responsibly, with 91.1% of respondents preferring regulated platforms.

Speaking at the Toronto SBC Summit in May, Nally actually referenced using Ontario as a reference for Alberta, commending the safeguards it had in place to protect consumers from unregulated gambling.

That being said, Ontario’s success demonstrates the growth potential of a well-regulated market and provides a proven blueprint for Alberta’s expansion, with operators sure to capitalize on that new demand.

 

How Alberta Differs from Ontario

Operators entering Alberta need to know it won’t be the same as Ontario. Despite Nally expressing that Ontario was essentially a model for their own regulated market, it will come with some tweaks, or in Dally’s words, it will have its own “Alberta perspective.”

Most notable is Alberta’s revenue-sharing model that allows operators to retain 80% of generated revenue. On top of that, a further 3% contribution will be directed toward public priorities, with 2% allocated to First Nations and 1% supporting responsible gambling initiatives, including self-exclusion programs.

This framework looks to reflect Alberta’s commitment to balancing social responsibility with commercial opportunity. By ensuring that First Nations can benefit from market growth while maintaining consumer protections, the province aims to create a strong regulatory environment.

That same environment, I think, aligns closely with Media Troopers’ values, helping operators expand into new markets while supporting responsible, long-term industry growth.

 

How Operators Can Scale Alberta to Reach New Levels of Growth

Operators are sure to succeed and find growth from day one in Alberta’s upcoming market by leveraging Media Troopers’ proven customer-acquisition expertise. With a strong track record across multiple global markets, including close to home in Ontario, we are sure to help operators build brand awareness and retain players while navigating the new environment with confidence.

Like always, Localization is key in new markets. At Media Troopers, we can supply the tools needed to generate performance-driven campaigns that help operators really connect with their new audience and adapt to Alberta’s distinct regulatory environment.

That said, Alberta is not just another Ontario; it is a market with its own audience, culture, and expectations. I believe that operators who embrace those differences will be best positioned to achieve sustainable, long-term growth in North America’s newest market.

 

Written by Shmulik Segal, CEO and Co-Founder of Media Troopers.

The post Why Alberta Represents the Next Major Growth Opportunity for Gaming Operators appeared first on Americas iGaming & Sports Betting News.

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